Helpdesk User Guidelines

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Colby‐Sawyer College is pleased to announce the introduction of its new ‘Helpdesk’ from HelpSTAR™. To improve our ability to assist users across campus with their technical issues, the Information Resources Department has implemented special software designed to track, monitor, and communicate about service requests. Students, Faculty and Staff are invited to direct all IR service requests through Helpdesk. (If you are a staff member and your department has an Operations Manager you are encouraged to involve the Operations Manager in your technical issues prior to submitting your own service request, where it is appropriate.) The new Helpdesk Office is located on the entry level of the Susan Colgate Cleveland Library/Learning Center, operated by the Helpdesk staff Monday through Friday, 8 am to 5 pm. In addition we will be piloting extended evening hours starting with the spring 2008 semester. Stop by with your technical issues or use the following guidelines to place your service request through email, web, or telephone.

Helpdesk User Guidelines

The following guidelines will step you through the process of initiating Helpdesk service requests.

Opening a Helpdesk Ticket

Service requests can be generated three ways: 1. Logon to Helpdesk software via a web browser and create a service request by going to the URL http://helpdesk from any computer on campus. The URL can also be found under the Web Gateways section of the Colby‐Sawyer College website. Use your Colby‐Sawyer username and the initial password ‘helpstar’.

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1. Logon to Helpdesk

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